The Customer Journey’ page provides supervisors means to retrieve information about each service customer task and which route it took until task completion. 

(info) Further details on how we define "tasks" in Stratus Agent can be found on the Historic Reporting section. 


Web Reporting - Customer Journey

Search Section

Any supervisor is able to search for conversations within the contact center with a specific customer by:

  • Customer SIP,
  • Customer Phone number,
  • Customer E-Mail-Address.

The search works according to the ‘contains’ rule. As you type, the top 20 search results are displayed in list for you to select from.

Filters

The filters available are:

  • Latest (default)
  • Yesterday
  • Previous Week
  • Previous Month
  • Previous Quarter
  • Previous Year
  • Current Week
  • Current Month
  • Current Quarter
  • Current Year
  • Custom:
    • Date From
    • Date To

Conversation History Section

After search completion, conversations with one customer are listed as a separate record in the opened ‘History’ section, newest first. Each conversation is shown with the service name, the start date and the time. 

Web Reporting - Customer Journey History Section


The conversations in the ‘History’ section have different icons based on conversation direction:

Inbound conversations (Service Inbound)

Outbound conversations (Service Outbound, Service CallAsAService, Service CallBack)


Information Section

Upon selecting a conversation, the detailed conversation information section opens:

  • Timeline,
  • Details (information about Task Completion Codes \ Cross Selling Codes and Parameters),
  • Survey / Rating.

Timeline

A timeline of the conversation with start and end times (hh:mm:ss) as well as transitional states defined on it. (info) The duration of the longest session defines the ‘scale’.

Reporting - Customer Journey Timeline

The timeline has the following controls: 

ElementDescription
Timeline Bars
  • There are 5 possible events: IVR, Queue, Connected Time, Voicemail and Transfer.
  • You can mouse over each event to show a tooltip with details such as: event name, time amount, service name, agent name, target of the transfer, addresses of voicemail mail boxes, etc.
START and END 

The end of the the timeline contains Extended Task Result that tells

  • How the conversation ended
  • Modality used
  • Within or outside of SLA 
View Mode

The supervisor may choose the most convenient view mode from:

  • Multi row
  • Stairway
  • Single row

(lightbulb) The mode is personal preference to either visualize parallel handling or safe on vertical space for printout-reports.

Conversation details section

Conversation Details contain the information on which Task Completion Code (TCC) and Cross Selling Code (CSC) were chosen by the agent.)  

(info) When TCC and CSC are not configured for the service, the section contains the message ‘The feature is not configured for this service’. → In this case you need to define and assign Service Call Context first.

Reporting - Customer Journey Task Completion Code and Cross Selling Code.


Call details are concluded from sessions older than 2 minutes. However, an Agent may choose to fill the TCC and CSC later. In this case, the session will show without filled TCC and CSC to the FE user. Details will appear for this session only after (internal) integration job re-execution and a page reload.

Survey / Rating

The Survey / Rating section contains the customer answers on the surveys (Open Questions, Yes/No Questions, Range with Stars). 

(info) Survey Questions are defined as part of Workflow Resources and used within Workflow Instances

Reporting - Customer Journey Survey Rating

Survey details are concluded from sessions older than 2 minutes. However, a customer may choose to fill the survey later. In this case, the session will show no survey details to the FE user. Details will appear for this session only after (internal) integration job re-execution and a page reload.

Print the Report

You can print the report using the ‘Print’ button. 

(info) Printouts are officially supported for the Chrome browser.